Legacy Vacation Club Lake Buena Vista

ENGLISH: As a hotel guest in the United States, I have always been treated with courtesy and professionalism. However, during my recent stay at The Fold Hotel Orlando - Lake Buena Vista (Legacy Vacation Club), I experienced completely inadequate service from staff members Maria and Arnaldo. The stay occurred from May 10 to May 31, 2025, totaling 21 days, with 4 adults, 1 child, and 1 baby. During our stay, a fire broke out in the building where we were staying, caused by an electrical system failure. In the early morning hours, we were surprised by the Fire Department, who demanded our immediate evacuation from the room with our belongings. The only staff member present during the night remained at the front desk and offered no guidance or assistance during this emergency. As compensation for the inconvenience caused, manager Nancy granted us a late checkout until 12:00 PM. Due to the exceptional circumstances, we had a delay of only 1 hour. At 1:00 PM, when we already had all our luggage at the door and were visibly preparing to leave the room, staff members Maria and Arnaldo approached us aggressively, threatening to call the police if we didn't leave the premises and publicly embarrassing us. After communicating the incident to manager Nancy, she confirmed the inappropriate behavior of her staff members, offered formal apologies, and granted a discount on the late fee charged. In decades of traveling around the world, I had never been threatened with a police call, especially in a situation like this - a minimal delay of one hour, after a safety incident, when we were already clearly leaving the establishment. Staff members Maria and Arnaldo demonstrated a complete lack of preparation, being extremely rude and authoritarian in a situation that demanded understanding and professionalism. It is concerning to see how poorly trained employees can damage the reputation of a hotel chain. Staff members are the face of the company, and aggressive behavior like that of Maria and Arnaldo seriously compromises the image of The Fold Hotels brand. ESPAÑOL: Como huésped de hoteles en Estados Unidos, siempre he sido tratado con cortesía y profesionalismo. Sin embargo, durante mi reciente estadía en The Fold Hotel Orlando - Lake Buena Vista (Legacy Vacation Club), experimenté un servicio completamente inadecuado por parte de los empleados María y Arnaldo. La estadía ocurrió del 10 de mayo al 31 de mayo de 2025, totalizando 21 días, con 4 adultos, 1 niño y 1 bebé. Durante nuestra estadía, se produjo un incendio en el edificio donde nos hospedábamos, causado por una falla en el sistema eléctrico. En las primeras horas de la madrugada, fuimos sorprendidos por el Cuerpo de Bomberos, quienes exigieron nuestra evacuación inmediata de la habitación con nuestras pertenencias. El único empleado presente durante la noche permaneció en la recepción y no ofreció ninguna orientación o asistencia durante esta emergencia. Como compensación por las molestias causadas, la gerente Nancy nos concedió un late checkout hasta las 12:00 PM. Debido a las circunstancias excepcionales, tuvimos un retraso de solo 1 hora. A la 1:00 PM, cuando ya teníamos todo nuestro equipaje en la puerta y estábamos visiblemente preparándonos para dejar la habitación, los empleados María y Arnaldo nos abordaron de manera agresiva, amenazando con llamar a la policía si no abandonábamos las instalaciones y avergonzándonos públicamente. Después de comunicar el incidente a la gerente Nancy, ella confirmó el comportamiento inapropiado de sus empleados, ofreció disculpas formales y concedió un descuento en la tarifa por retraso cobrada. En décadas de viajar por el mundo, nunca había sido amenazado con una llamada a la policía, especialmente en una situación como esta - un retraso mínimo de una hora, después de un incidente de seguridad, cuando ya estábamos claramente abandonando el establecimiento. Los empleados María y Arnaldo demostraron una completa falta de preparación, siendo extremadamente groseros y autoritarios en una situación que demandaba comprensión y profesionalismo. Es preocupante ver cómo empleados mal entrenados pueden dañar la reputación de una cadena hotelera. Los empleados son la cara de la empresa, y el comportamiento agresivo como el de María y Arnaldo compromete seriamente la imagen de la marca The Fold Hotels

Nothing fancy, but adequate. We liked having a full kitchen. Sheets were clean and nice. Good bed. Good pillows. Clean towels. The unit was worn and quite old and dated, but it worked for what we needed. No frills but has everything you need to be comfortable.

Good location. Good price. No elevator. No room service. Our mini suite had 2 beds in the bedroom, 1 sofa bed, microwave, toaster, and coffee pot. When the sofa bed is pulled out there isn't room to walk to the kitchen area. The sofa bed is extremely uncomfortable. The other beds are not the most comfortable either. The bathroom has a Jacuzzi tub/shower combo but the steps to get into it have no rail and are step and slippery. The pool and hot tub were nice. The staff was very nice. There were 6 of us. They brought extra towels and toilet paper. The little fridge worked great.

The light switches for a room were often in another room. The jacuzzi tub was hard for my husband to enter on crutches, but they didn't have any handicapped units available. We were charged hundreds of extra dollars for resort amenities not mentioned on the RCI site, and the pet fee was double that of any property we have stayed with. We got our pets approved and certified as ESA prior to coming. Management knew we had pets, but evidently the girl at the front desk didn't know. We certainly left our place cleaner than we found it regardless. But, in the future providing people staying a full week with enough supplies would be appreciated, especially since they charged us huge daily resort fees. People should not have to beg for more than a roll of toilet paper for a whole week.

This was my second stay here. The first time was OK. The 2nd time was awful. Thankfully we only stayed 2 nights. It was late when we arrived so pretty much just went to bed. We noticed the sheets were very wrinkled. Not nice crisp clean sheets of a freshly made bed. Hoped for the best and went to sleep. In the morning I noticed that the floor was not clean. Dirt and small hairs everywhere. I swept it up and then took wipes and "mopped". They came back filthy full of short black hairs. We left for the parks and came home to many cockroaches running around the kitchen. They were the small ones you get for not being clean. Not the big palmetto bus that will happen in Florida. It was so gross. It was late and the kids were exhausted for a big day in the park. I went to the hot tub to relax and noticed the top edge just above the water line was black and moldy all the way around the tub. Never again!!